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Financial Services Company Gains Improved Sales Performance with Easy-to-Use Solution by Microsoft January 01, 2008 - (Free Research) Security Benefit needed a customer relationship management (CRM) solution that would provide its remote sales force with access to real-time information. In July 2007, the company implemented Microsoft Dynamics™ CRM 3.0. Now, Security Benefit gains from increased agility, new sales opportunities, and reduced IT costs.  (CASE STUDY) READ ABSTRACT |

ROI on Network Efficiency: Customer Case Study by Hewlett-Packard Company February 17, 2009 - (Free Research) When the State of Kansas Division of Information Services and Communications mandated that all of its departments find ways to consolidate operations and boost staff productivity, its networking services group was ready for the challenge. Read this case study to see what they did.  (CASE STUDY) READ ABSTRACT |

Case Study: Blount Overcomes Operational Efficiency Challenges by CDC Global Services - Catalyst September 17, 2009 - (Free Research) In this case study you will learn how Catalyst's expertise in SAP and process improvement was integral in helping Blount decrease order fulfillment time, increase pick process visibility, remove pack station bottleneck, eliminate pack station disorder, reduce packing and shipping errors, increase inventory accuracy and more.  (CASE STUDY) READ ABSTRACT |

High Availability Lowdown by CDW Corporation September 04, 2009 - (Free Research) The Barkley ad firm implements consolidation, virtualization and replication to strengthen business-continuity and disaster-recovery planning. With the goal of getting to 100 percent availability, the firm uses HP's blade hardware, VMware's virtualization software and a variety of existing storage platforms.  (CASE STUDY) READ ABSTRACT |

Blackberry Solution Increases Customer Service for Corporate Real Estate Company by BlackBerry February 26, 2009 - (Free Research) J.J. Barnicke's sales people needed instant access to corporate property information to better serve clients and speed up sales cycles. They also needed wireless access to CRM data This case study explains how J.J. Barnicke is using BlackBerry and the sales force solution to access CRM information about clients.  (CASE STUDY) READ ABSTRACT |

A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc. December 14, 2009 - (Free Research) In this paper learn how a single bad experience with a contact center may result in a customer being lost for life, something that companies cannot afford.  (WHITE PAPER) READ ABSTRACT |

Going Mobile: Mobile Customer Service Moves to the Forefront of Multi-Channel Interaction by IntelliResponse December 14, 2009 - (Free Research) This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile customer service solution must be channel-specific to mobile, and deliver upon the need for efficiency, accuracy and simplicity.  (WHITE PAPER) READ ABSTRACT |

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP AG September 17, 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.  (WHITE PAPER) READ ABSTRACT |

Web Self-Service: The Cornerstone of Multi-Channel Customer Experience Management by IntelliResponse October 14, 2009 - (Free Research) In today’s highly competitive economic climate, there is no margin for error when it comes to attracting and retaining customers. Businesses must now offer more channels of communication, more customer options, and faster responses than ever before.  (WHITE PAPER) READ ABSTRACT |

Achieving Service Excellence Across The Enterprise by Numara Software February 01, 2009 - (Free Research) Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility..  (WHITE PAPER) READ ABSTRACT |

Transforming Customer Service into a Strategic Asset by Microsoft February 06, 2008 - (Free Research) View this webcast to discover how Microsoft Dynamics CRM can help you transform customer service into a strategic business asset.  (WEBCAST) READ ABSTRACT |

CRM Built for Customer Service: The Executive Guide to Selecting CRM that Meets Service Needs by Pivotal CRM, a CDC Software solution February 20, 2009 - (Free Research) This paper explores core principles companies can use to help them select a CRM system.  (WHITE PAPER) READ ABSTRACT |

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.  (WHITE PAPER) READ ABSTRACT |

More Accurate Inventory Control Delivers Better Customer Service: Virco Case Study by CDC Global Services - Catalyst September 17, 2009 - (Free Research) In this case study you will learn how Virco turned to Catalyst, to improve its efficiency and lower costs related to warehouse activities. Catalyst is a warehouse management system that works with current SAP foundations and provides accurate inventory control to eliminate stock-outs, without negatively impacting customer service.  (CASE STUDY) READ ABSTRACT |

Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution by Microsoft July 25, 2008 - (Free Research) After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity.  (CASE STUDY) READ ABSTRACT |

Service Desk Consolidation Cuts Costs and Increases Service Quality by BMC Software, Inc June 15, 2009 - (Free Research) The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits.  (WHITE PAPER) READ ABSTRACT |

Midmark Aims for Excellence with Efficient Products and Support by LogMeIn, Inc. September 16, 2009 - (Free Research) Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.  (CASE STUDY) READ ABSTRACT |

Catalyst XPS - The Solution for Cross-Carrier Small Parcel Shipping From the SAP® Environment by CDC Global Services - Catalyst September 15, 2009 - (Free Research) This white paper will discuss Catalyst XPS, a tool that can integrate information from all the major small parcel carriers into one view, fully integrated with SAP. Catalyst XPS can save customers money and improve customer service, without creating an additional maintenance burden on their internal IT team.  (WHITE PAPER) READ ABSTRACT |

Airline Personnel Fain Quick, Easy Access to Flight Information on Blackberry Smartphones by BlackBerry February 25, 2009 - (Free Research) When Sun Country Airlines needed a solution to give employees data about flights and information to improve customer service and operations management, they turned to Blackberry. The Solution? Six highly useful applications were created for 50 BlackBerry smartphones to help airline employees check everything from delayed flights to lost baggage.  (CASE STUDY) READ ABSTRACT |

Microsoft CRM Online Customer Montage by Microsoft December 14, 2009 - (Free Research) In this three-minute video, two Microsoft Dynamics CRM Online customers discuss how this new software service is not only helping them be more effective in their sales and marketing groups, but is also being adapted and customized to offer solutions well beyond what CRM is typically used for.  (VIDEO) READ ABSTRACT |

Implementing Intel vPro Technology to Drive Down Client Management Costs by Intel Corporation December 30, 2008 - (Free Research) Intel IT offers guidelines for achieving quick returns and long term value with Intel vPro technology based on our experience in the first year of a multi-year deployment program.  (WHITE PAPER)

CRM without Compromise: A Strategy for Profitable Growth by SAP AG April 01, 2007 - (Free Research) This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.  (WHITE PAPER) READ ABSTRACT |

Communications Skills for Remote Support by LogMeIn, Inc. September 16, 2009 - (Free Research) A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.  (WHITE PAPER) READ ABSTRACT |

Supply Chain Cost-Cutting Strategies: How Top Process Industry Performers Take Radically Different Actions by SAP AG January 23, 2009 - (Free Research) To avoid a 7.96% increase in logistics costs, companies should follow the roadmap of Best in Class companies, which have been able to reduce costs or keep them flat via supply chain transformation.  (BOOK) READ ABSTRACT |

Ensuring Successful Manufacturing Execution in the Fabless Semiconductor Model by SAP AG September 17, 2008 - (Free Research) The number of semiconductor companies adopting a fabless manufacturing model continues to increase. And to thrive in this highly competitive market, the fabless company must produce the best product designs for its intended market. This SAP Executive Insight examines the growing trend toward the fabless manufacturing model.  (WHITE PAPER) READ ABSTRACT |

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